WhatsApp CRM: how to integrate WhatsApp with your CRM [Klaviyo focus]

It's personal, it's sticky, it's fun. WhatsApp is transforming CRM teams across Europe. But how can you integrate WhatsApp into your CRM? And why should you start doing WhatsApp CRM? Find all the answers.

Customer relationship management (CRM) is an exciting space. And since the arrival of WhatsApp marketing, it's becoming even more dynamic.

Increasingly, CRM managers are asking themselves, "Should I add WhatsApp to the marketing mix?" "How can I learn how to do WhatsApp CRM?" and even, "Should I become a WhatsApp marketing manager?"

The answer is, of course, yes to all of those.

WhatsApp Business is incredibly successful already in countries like India, Brazil and Indonesia. It's growing fast in Europe and 2024, with consumers loving this easy way to interact with the brands they love. Now is the time to get started – before your competitors do.

Integrating CRM software like Klaviyo with WhatsApp can bring numerous benefits to your business.

Benefits of WhatsApp CRM integration

By seamlessly integrating these two powerful tools, you can streamline your customer communication and enhance overall efficiency.

With WhatsApp CRM integration, you can consolidate all customer data, conversations, and interactions into one centralized platform, allowing you to gain comprehensive insights into customer behavior and preferences.

We announced our Klaviyo integration at DMEXCO 23 with a joint booth with our friends at Klaviyo

Furthermore, CRM integration enables you to provide personalized and tailored customer experiences.

By leveraging the data collected through WhatsApp interactions, you can better understand your customers' needs and preferences, and provide them with relevant and timely offers. This not only enhances customer satisfaction but also increases customer loyalty and retention.

Moreover, integrating CRM with WhatsApp allows for seamless communication between your team members. With all customer interactions stored in one place, your team can easily collaborate and provide consistent and unified responses to customer queries and concerns.

This eliminates the need for manual data entry and reduces the likelihood of miscommunication or missed opportunities.

Our clients asked for Klaviyo integration and we gave it to them. It's going pretty well :) 

Overall, integrating CRM with WhatsApp offers a range of benefits, including improved customer insights, personalized experiences, and enhanced team collaboration. By unlocking the power of CRM with WhatsApp integration, you can take your customer communication to the next level and drive business growth.

Improve customer experience with WhatsApp

WhatsApp has become one of the most popular messaging platforms worldwide, with billions of users.

By integrating WhatsApp into your CRM system, you can tap into this vast user base and provide seamless and convenient communication channels for your customers. With WhatsApp, you can engage with your customers in real-time, offering instant support and assistance.

One of the key advantages of using WhatsApp for customer communication is its ease of use. Most customers are already familiar with WhatsApp and use it on a daily basis. By using this familiarity, you can provide a frictionless customer experience, eliminating the need for customers to learn new communication tools or navigate complex systems.

In WhatsApp your creativity is unlimited. We made a fully automated, interactive roleplaying game for WWF that was very successful.

Moreover, WhatsApp offers a wide range of features that can enhance customer experience. From multimedia messaging to voice and video calls, WhatsApp allows for rich and interactive communication. Customers can easily share screenshots, images, or videos to illustrate their concerns or provide additional context.

This enables your team to better understand and address customer issues, leading to higher satisfaction and loyalty.

In addition, WhatsApp offers incredible interactive possibilities that are not possible with any other channel, like tapping on up to 3 buttons, choosing an item on a list, messaging a keyword to trigger a flow and time delays to add pacing and surprise. 

Furthermore, by integrating WhatsApp with your CRM system, you can automate certain processes and provide quick and efficient responses to customer queries. For example, you can set up automated replies or chatbots to handle frequently asked questions, freeing up your team's time for more complex or personalized interactions.

In summary, integrating WhatsApp into your CRM system can significantly enhance the customer experience. By leveraging WhatsApp's user-friendly interface and rich features, you can provide seamless and convenient communication channels, leading to improved customer satisfaction and loyalty.

Streamline your CRM mix with WhatsApp

One of the key advantages of integrating WhatsApp into your CRM system is the ability to streamline communication channels.

With WhatsApp as a communication tool within your CRM platform, you can consolidate all customer interactions and conversations into one centralized location.

This eliminates the need for your team members to switch between multiple communication channels, such as email, phone calls, and social media platforms. By having all customer conversations in one place, your team can easily access and track customer interactions, ensuring that no communication is missed or overlooked.

Moreover, by streamlining communication channels, you can improve response times and overall efficiency. With WhatsApp integration, your team can receive instant notifications and respond to customer queries in real-time. This enables quicker issue resolution and enhances customer satisfaction.

Additionally, streamlining communication channels through WhatsApp integration allows for better data management and analysis.

With all customer interactions stored in one place, you can easily track and analyze customer behavior, preferences, and trends. This valuable data can then be used to make informed business decisions and develop targeted marketing strategies.

charles offers Conversations, a WhatsApp contact center where all your interactions with a client are in one thread, whether marketing, sales or customer service

Overall, integrating WhatsApp into your CRM system streamlines communication channels, improves response times, and enables better data management.

By centralizing customer interactions, you can enhance team efficiency and gain valuable insights to drive business growth.

Use WhatsApp data for targeted CRM

Integrating WhatsApp into your CRM system not only enhances customer communication but also provides valuable data for targeted marketing efforts.

By leveraging the data collected through WhatsApp interactions, you can gain insights into customer preferences, behavior, and purchase patterns.

With this data, you can develop targeted marketing campaigns that resonate with your customers and drive higher conversion rates. For example, you can segment your customer base based on their preferences or previous interactions and send personalized offers or recommendations. This level of personalization can significantly increase the effectiveness of your marketing efforts and improve customer engagement.

A view of the charles WhatsApp analytics dashboard

Furthermore, WhatsApp integration allows for seamless data synchronization between your CRM system and other marketing platforms, such as email marketing or customer segmentation tools.

This ensures that the data collected through WhatsApp interactions is integrated into your overall marketing strategy, creating a cohesive and personalized customer journey.

In addition to personalized marketing, WhatsApp data can also be used for predictive analytics and forecasting.

By analyzing customer behavior and trends, you can identify patterns and anticipate future needs or market trends. This allows you to stay ahead of the competition and adapt your marketing strategies accordingly.

By personalizing your marketing efforts and utilizing predictive analytics, you can drive higher engagement, conversion rates, and business growth.

How to integrate WhatsApp into your CRM system

Implementing WhatsApp integration in your CRM system is easier than you might think. Here are some key steps to consider:

1. Choose the right CRM platform

Ensure that your CRM platform supports WhatsApp integration. For examples charles integrates with Shopify, Klaviyo and many others. Look for CRM systems that offer seamless integration capabilities and provide comprehensive features for managing WhatsApp interactions.

2. Set up the WhatsApp Business API

To integrate WhatsApp into your CRM system, you need to set up the WhatsApp Business Platform (formerly API).

This involves registering your business, setting up the necessary infrastructure, and obtaining the required permissions and approvals.

Most brands choose a WhatsApp Business Solution Provider (BSP) like charles to do this rather than building an interface themselves. This not only saves time, but the integrations should already be there. In addition, your WhatsApp BSP and their clients will be a valuable source of knowledge of how to ensure success in this platform.

3. Define communication workflows

Determine how you want to use WhatsApp within your CRM system.

Define communication workflows and processes to ensure consistent and efficient customer interactions. Consider setting up automated replies or chatbots to handle common queries.

charles offers an open canvas called Journeys where you can set up automated WhatsApp conversational flows. This is an incredibly powerful tool for generating revenue in the background, without needing to do anything.

4. Train your team

Provide training to your team members on using WhatsApp within the CRM system.

Ensure that they are familiar with the features and functionalities of WhatsApp and understand how to best communicate with customers through this channel.

At charles we take care of this ;) We offer ongoing training and advice too, and updates as software and WhatsApp best practices evolve.

5. Monitor and analyze performance

Regularly monitor and analyze the performance of your WhatsApp integration.

Track key metrics, such as response times, customer satisfaction ratings, and conversion rates, to identify areas for improvement and optimize your communication strategies.

Our key metric is revenue per conversations (RPC), along with return on campaign spend (ROCS), similar to ROCS. On average we see RPC of €2 across our clients. ROCS hovers around 8-10x.

By following these steps and implementing WhatsApp integration, you can unlock the power of CRM with WhatsApp – improving customer communication. Book a short, free demo here to get started with charles.